Terms & Conditions

General

DraughtEx is dedicated to your total satisfaction. If you have any suggestions, comments or complaints, please email us at: service@draughtex.co.uk

The Terms and Conditions of DraughtEx do not affect your statutory rights.

Making a purchase is easy. Just browse our web site, choose the amount of rolls that you wish to buy either by making your own calculations, or by using our handy calculator click ‘add to basket’ to pay online with a payment card.

Alternatively you can send us a written order together with a cheque.

If you pay with card, we will ask you for the card holder's address and you will be given the opportunity to state your delivery address if it is different to the card holder's address. You then continue to a secure page, where we will ask you for your credit card details. These details will only be passed to the merchant bank handling the payment. If your card is password protected you will be forwarded to your bank’s password check page where you need to enter the registered password. After entering the password you will be sent back to our payment pages.

We accept most major credit cards (Visa, Mastercard, American Express).

You may send your credit card information also via phone or fax.

Shipping and Packaging

We deliver free of charge to the UK and Northern Ireland with economy service (usually 2-3 working days). If you would like your goods delivering quicker we also offer an "upgrade to next working day" delivery option at the checkout stage . Please note that after your order has been dispatched, you may receive a text message from our parent company Safelincs stating that your goods have left our warehouse.

Please check the status of your package immediately before signing for receipt of the goods. If you see damage on the outer packaging this must be noted on your copy of the delivery note and on the copy of the carrier, otherwise you might not be able to receive a replacement or refund from us. You can also refuse damaged parcels without signing for these.

If a customer is not in when delivery is attempted, the delivery driver/postman will leave a card with details of the local depot. Please ring the stated telephone number if required to do so on the card. Please note if the parcel cannot be delivered after several days and has to be returned, we reserve the right to charge you a second delivery fee for re-delivery, should you still wish to receive the product. Alternatively, we might refund you and cancel the order.

If you add special delivery instructions such as "please leave parcel in porch if not in", we cannot provide you with a proof of delivery should the parcel go missing. We will however provide a proof of shipping if requested. You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.

Security

Your credit card transactions are handled by SagePay, one of the market leaders in secure online transactions. The transfer of the purchase details from the retailer's site to SagePay are encapsulated using SagePay's own encrypted and digitally-signed protocol. Any communication between the shopper and SagePay is encrypted to the maximum strength supported by the shopper's browser using 128 Bit encrypted sessions.

Shoppers are also protected from fraudulent use of their card in a "cardholder not present" environment by their card issuers if they have used a password together with their card details. In this case the card issuers provide the right for shoppers to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.

Tax Charges

Customers from the Channel Islands can ask for the VAT to be removed from the invoice total. Please ring our office to place your order, emphasising the Channel Island delivery location.

Guarantee and Warranty

DraughtEx is guaranteed to be free from manufacuring defects for a period of 5 years. If you have any questions regarding the warranty, please do not hesitate to contact us at service@draughtex.co.uk

Cancellation of Orders

You can cancel your order from the moment you order up to 30 days following the day you receive your goods. We will refund the sales price and the initial postage and packing charges within 14 days of receiving the goods back from you. You need to return the goods at your cost to us within the 30 days cancellation period. Should the goods not be returned to us within this cancellation period, we can offer to collect the goods and deduct the direct costs of this return from your refund. If you do not require the ordered goods at the point of delivery and you refuse the delivery for this reason, we can deduct the cost for the return shipment from your refund.

Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be refunded. If goods are not returned in original packaging or re-sellable condition we will reduce the refund value to reflect that the product will have to be sold as incomplete or damaged.

If you struggle to return large or heavy items, please contact us on 0800 088 7311 and we can offer collection of the goods. We will then deduct the cost for this collection from your refund. This service is only possible if the collection charges are less than the price paid by you for the product. Heavy items from remote locations will have significant collection charges. Our staff will quote you a cost for collection based on your product and location.

Should your goods arrive damaged, please notify us as soon as possible.

Unused Rolls of DraughtEx:

If you have any unused rolls of DraughtEx when you have finished your project, you can return these to the above address within 3 months from receipt of your order to the above address. Please include a short note detailing your original invoice number, and we will refund you accordingly.To qualify for this, you must have an original invoice or order number, and the rolls must be in an unused condition and suitable for resale.

Complaints Procedure

Should you have any complaints, please let us know by e-mailing us service@draughtex.co.uk.co.uk and we will do our best to help you.

Your complaint will be treated confidential. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.